Martha Herrada
Orlando,FL
Summary
Excellent communicator and dependable team player with strong understanding of insurance industry. Highly organized and detail-oriented with strong ability to identify potential risks and develop solutions. Successfully establishes relationships with customers and delivers quality service. Agile individual with excellent communication and customer service skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Claims Customer Care Representative
Liberty Mutual
Remote
11.2023 - Current
- Resolved customer inquiries regarding claims status and policy coverage efficiently.
- Provided exceptional customer service by addressing concerns and facilitating resolution promptly.
- Educated customers on claims processes and insurance products effectively.
- Delivered exceptional customer support during stressful situations, such as natural disasters or large-scale accidents, demonstrating empathy and professionalism under pressure.
- Consistently maintained a low error rate, leading to fewer delays in claims processing and payouts.
- Played an instrumental role in reducing overall call wait times within the department by consistently meeting performance metrics.
- Balanced competing priorities effectively, managing a high volume of inbound calls without compromising quality of service.
- Managed multiple software systems comfortably for efficient data entry, retrieval of information needed during calls.
- Streamlined the claims process for quicker resolution times and higher customer approval ratings.
- Handled escalated customer complaints effectively, de-escalating situations and providing appropriate resolutions.
Customer Care Manager
State Farm
Orlando, FL
09.2022 - 09.2023
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Supervised daily operations and service functions to maximize revenue, customer satisfaction, and employee productivity.
Insurance Customer Service Representative
State Farm
Orlando, FL
03.2019 - 09.2022
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Calculated adjustments, premiums and refunds.
Education
Associate of Arts - Business Administration And Management
Valencia College
Orlando, FL01-2023
Skills
- Client Interactions
- Attention to detail
- Problem-solving abilities
- Multitasking
- Organizing and prioritizing work
- Process and Performance Improvement
- High-Volume Environments
- Training and Development
- Inbound Customer Calls
- Adaptability and flexibility
Certification
- CNP - Certified Notary Public
Languages
Spanish
Native or Bilingual
Licenses
Florida 4-40 Customer Representative License
0620 - Adjuster - All Lines
Timeline
Claims Customer Care Representative
Liberty Mutual
11.2023 - Current
Customer Care Manager
State Farm
09.2022 - 09.2023
Insurance Customer Service Representative
State Farm
03.2019 - 09.2022
Associate of Arts - Business Administration And Management
Valencia College